Protekt® 100 | Pressure Redistribution Foam Mattress by Proactive Medical

ORDER CONFIRMATION

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.  Orders typically arrive to you within 10 business days (2 weeks).  

ORDER SHIPMENT

If your order is stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@wheelchairliberty.com.

DEFECTS OR DAMAGES

If your item is defective or was damaged in shipping, please call us at 1-888-998-8840 or email us at info@wheelchairliberty.com. We will arrange for the item to be repaired or replaced promptly.

CANCELLED ORDERS

Orders cancelled after the payment has been processed will be refunded the full amount minus processing fees of 3.9%. 

Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain an RA Number and ship the item back to the correct address. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 10% - 30% restocking fee (minimum $25) will apply.

RETURNS

At Wheelchairliberty.com, we strive to make sure that you always purchase the right product that you need. If you aren't sure about a product please check in with one of our experts to make sure you have exactly what you need.  888-998-8840

However, we know that sometimes you may still receive a product that doesn’t work for you or you may have made a mistake during order placement. If you need to return an item, please review below:

Most items may be returned within 30 days of receipt for a refund (see exceptions below). They must be returned at the customer’s expense in their original packaging and meet the following conditions:

Product must be in new condition. For example, no cracks, scratches, dirty or marked components, or any indications of usage.

Product must be returned in its original packaging.

A Return Authorization must be requested from Wheelchair Liberty within 30 days of delivery of the product.  Returns received without this number will not be credited.  You can request that by email returns@wheelchairliberty.com or call 888-998-8840 and please include your order number, name, the item number (SKU) you are returning and the reason for return.  Once an RA has been received, products must be returned within 14 days.

If your return is not due to any manufacturing defect then the original shipping cost and credit card/paypal processing fee will be deducted from the total refund as well as any applicable restocking fees.

EXCEPTIONS:

eWheels products have a 15-day return window.

Best Care Patient Lift are not returnable.

For hygienic reasons, the following products are non-returnable:

• Patient Slings
• Bath safety equipment including lifts
• Hygiene Equipment
• Mattresses
• Custom Orders 

Most products require a 15%-30% restocking fee for returns. These include:

• Vehicle lifts
• Wheelchair and Scooters
• Beds
• Patient Lifts
• Pool Lifts
• Vertical Platform Lifts
• All Ramps
• Slings (only those that comply with the hygienic return policy above)
• Parts and Accessories

RETURN SHIPPING

Unless Wheelchair Liberty made an error, return freight/shipping is the customer’s responsibility. We are happy to help you find the right shipping method to use once you have requested your RA number. You should make sure you insure larger items for their retail value to protect against shipping damage.

You will be given a shipping address when you receive your return instructions.  Make sure you follow the instructions precisely.  If an item is returned to the wrong address, Wheelchair Liberty may need to charge for any additional shipping fees associated with shipping the item to the correct location. Similarly, if a pickup with a delivery carrier is missed, Wheelchair Liberty may issue a fee per missed scheduled pickup.

REFUNDS

Once your return is received, Wheelchair Liberty will issue a refund to the payment form used for the purchase less the original shipping, processing and restocking fee if applicable. Please allow 2-4 weeks for your refund to be issued.

If your return is not due to any manufacturing defect then the original shipping cost and credit card/paypal processing fee will be deducted from the total refund.